Why timedout Chats are not getting closed automaticallyIssue The Agent chat has a OOB provided sysauto_script called "Idle Chat Timer Task" (sysauto_script.do?sys_id=90e0b96e3b5000109cbbcea234efc42f). This scheduled script suppose to run on the every 2 min intervals and send a reminder to the conversation, and then cancel it as per following properties, com.glide.cs.idle_chat_reminder_timeoutcom.glide.cs.idle_chat_cancel_timeout But it was not canceling the timedout chat. This article covers this specific scenario.ReleaseOrlando and beyond releasesCauseThe "Idle Chat Timer Task" scheduled script execution is set to run as system admin user. It turns out to be this user was locked out on the instance and hence it couldn't update the interaction record.ResolutionMake sure, "Idle Chat Timer Task" scheduled script is running with a valid user who has read/write access to interaction record.Related LinksIdle live chats